Your Customer Service SUCKS, and It is KILLING Your Business!
3.) Stay so focused on rules that you miss the big picture. When a customer of any significance asks you to make a very small concession and gives you a great reason why they are asking for it—and you can see that their future revenue is vital to you—give them what they are asking for.
4.) Make a colossal mistake, and then do not apologize, and take your time in fixing it. As in, “Sorry we cut the granite for your counter top wrong. OK?” Ummmmm. NO. You need to cut me a new piece and get back here pronto to install it. So this just happened today. And as I am writing, I have not heard one word about an apology or making another appointment. Super.
5.) Have one person give one answer, and then have another person give another that is contradictory, and when this is pointed out, become defensive and suggest the customer is lying. This one just happens all the time.
So please, take a real good close look around at every single person who deals with your public, and lock that stuff down tight. Expectations are going to keep getting bigger and so is the competition. Please do not lose a customer over something avoidable. Because customers will go away and you’ll never know why. Trust me. They already have.
Blogger, author, consultant, coach and all around evangelist for the graphic arts industry, Kelly sold digital printing for 15 years so she understands the challenges, frustrations and pitfalls of building a successful sales practice. Her mission is to help printers of all sizes sell more stuff. Kelly's areas of focus include sales and marketing coaching, enabling clients to find engagement strategies that work for them and mentoring the next generation of sales superstars.
Kelly graduated from the University of Michigan with a degree in Political Science and, among other notable accomplishments, co-founded the Windy City Rollers, a professional women's roller derby league. She is also the mother of two sets of twins under the age of ten, so she fears nothing.